Technical Support Team Lead (SaaS | SQL)

📋 Description

• Directly manage and develop a team of six technical support specialists with varying levels of
• Lead a support function operating across multiple time zones, including participation in mandatory
• Coach team members, identify skill gaps, and develop capabilities that reduce unnecessary
• Review the support ticket queue daily, guide prioritization, and own escalation decisions.
• Serve as the primary technical escalation point before engineering and determine appropriate ticket
• Lead major P1 and system-down incidents, coordinating response efforts, communicating with affected

🎯 Requirements

• 10+ years of technical support experience in a SaaS or software environment.
• 5+ years of experience leading or managing technical support teams.
• Strong hands-on knowledge of the Atlassian ecosystem, particularly Jira, Jira Service Management
• Advanced practical experience with Microsoft SQL Server and confident SQL troubleshooting skills.
• Working knowledge of C#, with the ability to read backend code and reason about potential root
• Proven experience coaching support specialists, managing performance, and conducting QA and

🎁 Benefits

• Fully remote position.
• Leadership responsibility for a six-person technical support team.
• Significant ownership of a 24/7 SaaS support function and its operational performance.
• Opportunity to serve as the team's senior technical authority and primary escalation point before
• Direct collaboration with engineering to improve tooling, automation, and support processes.
• Exposure to a Microsoft technology stack including Azure, SQL Server, C#, and Angular.